Location: Syracuse, NY Category: Professional Administrator Posted On: Wed Jan 17 2024 Job Description:
BROAD FUNCTION
The Director of Enrollment Management Systems and User Experience, under the direction of the Vice President of Enrollment Management, is responsible for shaping the overall user experience (UX) strategy, design direction, strategic direction, and communication methodologies of our products and services relating to the recruitment and retention of students - guiding them through admission, acceptance, enrollment, and beyond. This position is responsible for the design, maintenance, support, and strategic direction in the utilization of the enterprise Customer Relationship Management (CRM) system, and of the College website Content Management System (CMS). This position is responsible for managing the day-to-day operations of the department, supervising the team, leading the documentation of business processes, and project management. Continuously exploring opportunities to gain efficiency, automate, and improve upon current processes, this position will provide strategy, implementation, and development of enrollment systems which will assist the institution in meeting its enrollment goals and customer satisfaction.
MAJOR RESPONSIBILITIES
Define and drive the UX vision, strategy, and goals aligned with the College's objectives.
Develop, and continuously update and monitor, a Web and CRM strategy that will maximize enrollment and student engagement in the enrollment process.
Lead and mentor a team. Foster a culture of creativity, innovation, and continuous learning within the department, and with third-party vendors.
Collaborate with the enrollment team to evaluate and develop improvements for automating processes including assessing and coordinating impacts, testing, implementation, and documentation to ensure all admissions, recruitment, enrollment, and retention functions are fully supported.
Work closely with Enrollment, Marketing, ITS departments, and other stakeholders to gather insights, prioritize features, and ensure seamless integration of design solutions.
Conduct user research to deeply understand user behaviors, needs, and difficulties. Use data-driven insights to inform design decisions and iterate on user experiences.
Perform complex cross-departmental functional analysis by mapping and creating workflows, and testing and troubleshooting current and new business processes.
Conceptualize and operationalize complex workflows to support enrollment and communication strategies.
Coordinate the establishment of KPIs and metrics, custom reports, and dashboards to measure the effectiveness of UX efforts and to support the Enrollment team.
Manage all web projects, requests, creation of new pages, design elements, usability testing, quality control, and analysis of data analytics. Utilize data to evaluate the website and propose design changes and updates that are in line with what the analysis supports.
Champion accessibility standards, ensuring that our products are usable by individuals with all abilities.
Serve as the lead web designer and front-end developer, creating and building new designs, solutions, and improvements as new problems and projects arise. Responsible for creating a cohesive look & feel across the entire family of College websites, keeping them aligned with the mission of the College and the established branding standards and style guidelines.
Perform all necessary website testing and debugging (code validation, browser compatibility, platform compatibility, screen size optimization, accessibility compliance) and provide leadership in the development of the College's strategic web architecture. Guide and inform coding strategy to ensure stability, longevity, efficiency, ease of maintenance, and flexibility.
Serve as the functional-user expert for the CRM and CMS platforms. Provide functional support and training for various teams regarding any new functionalities and features in partnership with ITS and third-party vendors.
Identify user needs and requirements concerning the CRM and Website, define project scopes, complete detailed user requirements, prepare communication plans and complete project risk assessments and contingency plans.
Keep abreast of new CRM and CMS features and functionality and provide recommendations, and implementation plans for process improvements and continuous innovation of the ways we use the systems.
Evaluate, assess, and ensure high levels of customer service internally and externally.
Responsible for day-to-day maintenance, optimization, and support of the CRM and College website/CMS.
Job Requirements:
MINIMUM QUALIFICATIONS:
Bachelor's degree from a regionally accredited college or university.
A minimum of 5 years of experience in UX/UI design with a proven track record of leading successful, cross-functional design teams. At least two years of supervisory experience.
Knowledge of information technology and computing applications, preferably as implemented in higher education.
Proficiency in industry-standard design tools (e.g., Sketch, Figma, Adobe XD).
Proficiency with Drupal content management system, HTML, and CSS.
Project Management experience.
Experience with web accessibility, (e.g. WCAG 2.0 compliance, Section 508, and SiteImprove).
Experience with programs such as Fireworks, Extinguisher, Slate, or other enrollment and/or CRM systems.
PREFERRED QUALIFICATIONS:
Bilingual in English and Spanish. English and another language will be considered.
KNOWLEDGE, SKILLS & ABILITIES
Must possess excellent interpersonal, writing, and verbal communication skills.
Must possess a thorough knowledge of Microsoft Office 365 software applications.
Must be able to independently analyze and resolve complex problems.
Must work effectively in a team environment.
Able to drive a project from concept to completion, assigning project teams members as appropriate.
Knowledge of web industry trends, technologies, and standards, and experience in recommending and applying new technologies.
Must be able to manage multiple priorities and meet accelerated timelines.
Experience working with marketing and recruitment within a college environment a plus.
Strong understanding of user-centered design principles, usability best practices, and interaction design.
Excellent communication and collaboration skills, with the ability to influence stakeholders at all levels.
Additional Information:
Salary range is $70,862-88,578
Onondaga Community College offers a generous and competitive benefits package including:
New York State Employee's Retirement System
Excellent health and dental insurance plans (qualifying domestic partner included)
Please contact hr@sunyocc.edu if you have questions.